Key Performance Areas (KPAs)

1.  Routine Administration

• Effective management and control of tellers
• Daily reconciliation and balancing of office accounts
• Strict efficient control over expenditure budget
• Accurate cost recovery
• Maintenance of office equipment
• Checking and control of daily activities in accordance with laid down prescriptions
• Proper control of face value documents
• Management and control of ATM downtime
• Checking of daily capturing and monthly reports
• Timeous preparation and submission of statements
• Management of card administration
• Management of cheque book ordering process
• Loss control management
• Inventory control
• Control of old records
• Management of data quality
• Surprise balancing
• Professional telephone service
• Management and control of cheque, investment, savings and general ledger areas 

2.  Customer Focus

• Ensure that clients are handled in a professional manner and the information provided is correct

3.  Sales Focus

• Proactive marketing of the Bank’s products and cross-selling to new/existing clients to meet business objectives of the Bank 

4.  Administration Support:  

Ensure efficient management of the frontline service area and the back office support areas by:

• Providing excellent customer service through the direct frontline and switchboard operations
• Proper cash control in the Teller and Cash Asset areas
• Proper indirect support at the administration support areas

5.  People Management

• Ensure that the right people are placed in the right positions in order to reduce the workload, overtime and staff turnover
• Plan and conduct formal and on the job training to ensure that sufficient expertise are available to perform the job
• Sufficient knowledge of staff and their duties to do effective evaluation in accordance with the Bank’s guidelines

Core Competencies 

·        Deciding and Initiating Action

·        Leading and Supervising

·        Analysing

·        Planning and Organising

·        Delivering Results and Meeting Customer Expectations

·        Adapting and Responding to Change

·        Coping with Pressures and Setbacks

·        Achieving Personal Work Goals and Objectives